GoDubai
  
  
  
  
Citylife > Press Release
  Home Contact us Add to Favourites
Most Recent Postings
More Press Releses
Featured Sections

Event Finder
A daily roundup of exhibitions, promotions and other events in Dubai and the rest of the Emirates.
Submit an Event
Latest Dubai Press Releases >>

 
  Share
• 57% of customers rely on digital platforms during the new vehicle purchase journey
• 92% of Customers still engage with dealers via physical visits
• Sales experience is less smooth for female vehicle buyers
• Toyota ranks highest in overall sales satisfaction among mass market brands
• Mercedes-Benz ranks highest in overall sales satisfaction among luxury brands
 
Dubai, UAE: 27 Nov. 2019 — An increasing proportion of customers are taking advantage of digital platforms during the new vehicle purchase journey (57% in 2019 vs. 42% in 2018), according to the J.D. Power 2019 UAE Sales Satisfaction Index (SSI) Study,SM released today. However, the study also finds that digitalisation cannot completely replace the personal aspect delivered through human interaction.
 
Satisfaction is 828 (on a 1,000-point scale) for customers who use the internet during their shopping process, compared with 781 for those who do not. These customers are also almost three times more likely to compare prices across dealerships compared to those who do not use the internet (49% vs. 17%, respectively). The use of technology devices is also mirrored at the dealer's end to better serve their customers. Sales consultants are using tablets, touchscreen monitors and smartphones as part of the in-store shopping experience to input customer needs (46%); demonstrate vehicle features (49%); or to display price/payment-related information (52%).
 
“Dealerships are increasingly investing in customer-focused digital technology to provide a more transparent, convenient and efficient buying experience,” said Shantanu Majumdar, Region Director of the Automotive Practice at J.D. Power. “While digital tools help streamline some of the day-to-day processes, dealerships need to consider that not all customers may be comfortable or can appreciate the benefits of such tools. Human interaction will continue to be critical in crafting a memorable customer experience at the dealership, which can be complemented by a judicious use of digital tools.” 
 
Despite the increased use of digital resources, a large proportion of customers still engage with dealers via a physical visit (92%) or a phone call (77%). Recommendation from family and friends is the most widely cited reason (44%) influencing a customer's decision to visit the dealership from where they purchased a vehicle.
 
Following are key findings of the 2019 study:
 
• Relaying the baton from sales to service: The majority of customers (85%) indicate that their dealer introduced them to a member of the service staff. In addition to potential revenue, this simple step of connecting new vehicle buyers to the service department also yields higher overall sales satisfaction (811 vs. 788 for customers who are not introduced).
 
• Sales experience less smooth for female vehicle buyers: Women buyers make up almost one-fourth (23%) of new-vehicle buyers in this year's study. Female customers have lower satisfaction compared with their male counterparts (797 vs. 811, respectively). Some of the challenges women face at the dealership include attempts to change the originally promised price (18% vs. 12% for men) or having to return to the dealership to fix issues with paperwork (19% vs. 9% for men).
 
Study Rankings
Toyota ranks highest in overall sales satisfaction among mass market brands, with a score of 819.  Ford ranks second with a score of 813, while Chevrolet ranks third with a score of 807.
 
Mercedes-Benz ranks highest in overall sales satisfaction among luxury brands, with a score of 826. Infiniti ranks second with a score of 824, while Lexus ranks third with a score of 823.
 
The 2019 UAE Sales Satisfaction Index (SSI) Study measures satisfaction with the sales experience among new-vehicle buyers. Buyer satisfaction is based on six measures: dealer sales consultant (24%); dealership facility (18%); delivery process (17%); dealership website (15%); paperwork completion (15%) and working out the deal (11%). 
 
The study is based on responses from 1,884 buyers who purchased or leased their new vehicle between June 2018 through September 2019. The study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction with the selling dealer (satisfaction among buyers). The study was fielded from June through October 2019.
 
The study also includes the Net Promoter Score® (NPS),[1] which measures new vehicle owners' likelihood to recommend their vehicle brand on a 0-10 point-scale.
 
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.



Posted by : GoDubai Editorial Team
Viewed 5699 times
Posted on : Wednesday, November 27, 2019  
Replication or redistribution in whole or in part is expressly prohibited without the prior written consent of GoDubai.com.
Previous Story : GROHE Goes ZERO – Carbon-Neutral Production by 2020
Next Story : Revive Your Haute Couture Collections with Champion Cleaners VIP Couture Cleaning Service
Email this article Print this article

Share this article with your friends and followers
NewsVine

Comments

Back to Top  
Most Viewed Press Release posted in the last 7 days
Lockdown Showdown: Jaguar I-pace Etrophy Series to Get Back on Track in Berlin i...
Three Eggs get Yemeni National a Guinness World Records Title
Omega's Antimagnetic Tourbillon Is a Watchmaking Breakthrough
Lamborghini SCV12: Squadra Corse Hypercar Ready to Hit the Track
The new BMW M5 and BMW M5 Competition
Toric Tourbillon Slate
GROHE Smart Control Review
Twitter tests Tweeting with Voice
Saxo Bank Launches Loyalty Program for MENA Region Clients
Hyundai Motor and Sony Pictures Entertainment Announce Unique and Pioneering Mul...
American Aesthetic Medical Center Has Something in Store for the Esthetical Figu...
WTTC Launches Safe Travels Protocols for Attractions, Car Hire and Short-Term Rental
NUDESTIX Launches - Nudies Blush, Bronze, and Glow Shade Extension
Volvo Cars Chengdu Car Plant Powered by 100 Per Cent Renewable Electricity
Range Rover Marks 50 Years of All-terrain Innovation and Luxury With Exclusive N...
Under-12 and Over-60 Can Now Take Part in Sports Activities: Dubai Sports Council
Dabur Ensures Safety with Hand Sanitizers and Personal Protection Kits as UAE Es...
Let's Brigthen Up! The Face Shop's Ultimate Summer Skincare Range From Belif is Here!
Handy Helper for Content Creators: The Compact A6100 Mirrorless Camera from Sony...
Pre-orders for Samsung's Galaxy S20+ 5G and Galaxy Buds+ BTS Edition now open in...
Experts Highlight need for Young Talent to Develop Skills for a Post-Covid-19 World
Dabur Launches Pure Organic Coconut Oil: Natural Protection for Hair, Skin, and ...
GEMS Wellington Academy – Al Khail Improves Rating to 'Very Good' in KHDA DSIB 2...
Etihad Airways to Recommence Flights to Athens
Dubai Sees Pronounced Uptick in Demand for Retail Units
Book Building of Amlak International's IPO of 30% of Shares
Sanctuary for the Senses: All-New Lincoln Corsair Arrives with Whisper-Quiet, Co...
Essence Spring/Summer 2020 Collection
Registration Opens for Training On the Camel Trek and Camel Marathon for Expats
Covid-19 Leads UAE Businesses to Adopt Upgraded Green Building Solutions
Dubai Sports Council Discuss Upcoming Sports Events With Federations and Organisers
Dubai Sports Council to Celebrate Dubai's COVID-19 Heroes Through Commemorative ...
Turkish Airlines Was the Busiest Operator in the Eurocontrol Area After Restarti...
Celebrate Father's Day With Parmigiani Fleurier Tondagraph Slate'
INFINITI of Arabian Automobiles presents Dubai Islamic Bank customers Super Sale...
Crude Oil Headwinds on Virus and Technicals
Customers can Benefit from Increasing Gold Rate by just Paying 10% Advance at Ma...
Canadian University Dubai Receives Prestigious Certification in Education for Pu...
Report Reveals the Six Fintech Innovations That Will Boost the ‘Financial Health...
Serco Middle East Appoints New Managing Director for Dubai Metro and Dubai Tram
Big Bang Integral King Gold
Pan Emirates Unveils Exclusive New Collection
Digital Vision Technology Signals On-Track Success for Panasonic Jaguar Racing
Schneider Electric Extends Strategic Partnerships with AVEVA, Lenovo and Stratus...
Celebrate World Music Day with HONOR Magic Earbuds
The 11th Edition of the Arab Fashion Week to Launch Virtually Today, from June 2...
New Bentayga to Launch Beyond100
Cairo Amman Bank Adopts the Latest Technology to Enhance Performance and Securit...
Celebrate Summer Safely with the New, Shopping Normal at BurJuman
Registration open for Dubai Watersports Summer Week